Percepções de qualidade, sacrifício e valor: uma investigação em serviços bancários

• Ano de defesa: 2005
• Autor(a) principal: Guarita, Celeste Encarnação Índio
• Orientador(a): Urdan, André Torres
• Tipo de documento: Tese
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Administração mercadológica; Qualidade; Serviços bancários; Sacrifício e valor percebidos; Empresas de médio porte
• Link de acesso: https://hdl.handle.net/10438/2467

This thesis reports a study of perceived value in the banking services. Perceived value is defined as a trade-off between perceived quality and perceived monetary and non-monetary sacrifices. The quality of the relationship between the account officer and the credit facilities represents two important constructs influencing the performance of the perceived quality. Responses were received from 340 middle-size companies, acting in industry, commerce and services, located in the area of large São Paulo. The .results suggested that credit has a positive effect on relationship quality; relationship quality has a positive effect on perceived quality; perceived quality has a positive effect on perceived value; monetary sacrifice has a positive effect on perceived quality and a negative effect on perceived value; non-monetary . sacrifice has a negative effect on perceived value. The major findings are discussed, and so are the management and academic implications, while limitations and directions for future research are suggested.